Eurogold Game Casino - El jugador se siente engañado acerca de la promoción de devolución de dinero.

Dear Sir/Madam,

I would like to share my unpleasant experience with your advertising communication. In the past, I spent €1500 on your platform, expecting to at least take advantage of the 22% cashback promotion that you advertised in your email.

However, when I reached out to your customer service to inquire about how to apply the cashback, I was told it only applies to slot games. This was not mentioned anywhere in the email advertisement. As a customer, I felt misled because the terms of the promotion were not transparently stated.

Furthermore, I noticed an error in the terms section, where the word "záporná BIANCIA" is used, which is not a Slovak word. This mistake undermines the credibility of your communication and creates an impression of an unprofessional approach.

Important note:

I contacted you regarding this complaint on July 17th, yet I have not received any response to date. I consider this an unprofessional approach to customer service and further evidence of a lack of client care.

Why is this situation problematic?

Unclear cashback terms – The promotion's terms were not clearly and understandably stated in the email advertisement or on the website. Upon reviewing the email, I found no link to the rules or any notice that cashback applies only to slot games.

Misleading communication – As a customer, I had reason to believe that cashback applied to all types of games, as you did not specify otherwise.

Unprofessional language – Grammatical errors in your terms (e.g., "BIANCIA") appear unprofessional and reduce the trust in your brand.

Ignoring the customer – Ignoring my complaint since July 17th is unacceptable.

I request that you:

Acknowledge and resolve this situation, specifically by paying out the promised cashback.

Improve the transparency of terms in future advertising campaigns so that customers have clear information about the promo rules.

Correct grammatical errors in your texts, which lower the professional standard of your services.

Respond to my complaint, which I submitted several months ago.

As a customer, I am disappointed with the approach I have experienced from you and believe that you can resolve the situation appropriately.

Dobrý deň,

chcel by som sa podeliť o svoju nepríjemnú skúsenosť s Vašou reklamnou komunikáciou. V minulosti som na Vašej platforme utratil 1500 €, pričom som očakával, že aspoň využijem promo akciu na 22% cashback, ktorú ste propagovali vo Vašom emaily.

Keď som sa však obrátil na váš zákaznícky servis s otázkou, ako cashback uplatniť, dostal som odpoveď, že sa vzťahuje len na valcové hry. Tento fakt však nebol nikde v emailovej reklame uvedený. Ako zákazník som sa cítil zavedený, pretože podmienky promo akcie neboli transparentne uvedené.

Ďalej som si všimol chybu v sekcii podmienok, kde je napísané slovo „záporná BIANCIA", čo nie je slovenské slovo. Táto chyba podkopáva dôveryhodnosť vašej komunikácie a vytvára dojem neprofesionálneho prístupu.

Dôležitý dodatok:

Ku tejto sťažnosti som vás kontaktoval už 17. júla, no doteraz som nedostal žiadnu odpoveď. Považujem to za neseriózny prístup k zákazníkovi a ďalší dôkaz nedostatku starostlivosti o klientov.

Prečo je táto situácia problém?

Nejasné podmienky cashbacku – Podmienky akcie neboli v emailovej reklame ani na stránke uvedené jasne a zrozumiteľne. Po kontrole emailu som nenašiel žiadny odkaz na pravidlá ani upozornenie, že cashback platí len pre valcové hry.

Zavádzajúca komunikácia – Ako zákazník som mal dôvod veriť, že cashback sa vzťahuje na všetky typy hier, keďže ste to nešpecifikovali.

Neprofesionálny jazyk – Gramatické chyby vo vašich podmienkach (napr. „BIANCIA") pôsobia neprofesionálne a znižujú dôveryhodnosť vašej značky.

Ignorácia zákazníka – Ignorovanie mojej sťažnosti od 17. júla považujem za neprijateľné.

Žiadam vás o:

Uznanie a nápravu tejto situácie, konkrétne vyplatenie sľúbeného cashbacku.

Zlepšenie transparentnosti podmienok v budúcich reklamných kampaniach, aby zákazníci mali jasné informácie o pravidlách promo akcií.

Opravu gramatických chýb vo vašich textoch, ktoré znižujú profesionálnu úroveň vašich služieb.

Odpoveď na moju sťažnosť, ktorú som podal už pred niekoľkými mesiacmi.

Ako zákazník som sklamaný z prístupu, ktorý som od vás zažil, a verím, že situáciu dokážete vyriešiť korektne.

Dear maxsvk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Eurogold Game Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward the email with the promotional offer you received from the casino to my email at tomas@casino.guru?
• Could you please share with me the communication between you and the casino on the topic of which games are eligible for the promotion?
• When was the last time you contacted the casino, and when was the last time the casino replied to you?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomáš, I forwarded all the materials to my email , the only answer from them is that it is about cylinder machines, I don't have it in my email because I think this was solved through their live chat then and I don't have it forwarded to my email.

Ahoj Tomáš, preposlal som všetky materiáli na email tomas@casino.guru , jedine odpoveď od nich, že ide o valcové automaty nemám v maily pretože toto som myslím, že riešil cez ich live chat vtedy a nemám to preposlane do emailu.

Dear maxsvk,

Thanks for your emails.

Could you please specify which casino rules you were told were applicable for the promotion by casino support? If you have the full conversation saved, please provide it either as a screenshot here or to my email at tomas@casino.guru